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ALL OF IT! One bad interaction can define the impression. This is well documented in retail and other service business. -James Merlino, MD Chief Experience Office, Cleveland Clinic What is Patient Experience? Quote Source: HealthLeaders Media, February 24, 2012

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Office of Patient Experience Video Placeholder

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Where is Patient Access in HCAHPs? Overall rating Would you recommend Vendor Supplemental Questions 1.Speed of Admission Process 2.Courtesy of the person who admitted you

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Patient Access Focus Empower employees to be a part of the solution Minimize calls post-service due to registration issues Pre-Registration Patient wait times Registration times Affect and behaviors Non-patient interfacing registrants in registration area

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Registration Through-put Monitoring Patient Check-In Patient to be greeted by person, not clipboard Patient checked into software tracking tool by greeter Clock begins to measure patient wait times Simple and easy to use

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Real-time Dashboard

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Dashboard Features Ability to prioritize patients Area and priority color-coding for easy detection Patient Wait Times on dashboard turn colors as service urgency thresholds met Manager access to all service locations Alerts Via text or Patient wait extends threshold Patient volume increase to adjust staffing Registrant in particular status for extended period

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Additional Software Features (Contd.) Customize patient surveys Detailed view Report by visit type with average processing time Utilize high-level dashboard to see all locations at enterprise level - hospitals, desks, and current wait times

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Empowerment and Accountability Scripting Customer Service Standards Policy Engagement in annual goals and monthly review of performance against metrics – as a team and individual Accountability Statement